Our latest whitepaper, Improving Customer Experience Through Peer-based Quality Management, takes a closer look at an alternative QM concept that distributes evaluation responsibility to agents while opening lines of communication for the sharing of knowledge and best practices. We explore how the process can be used to exceed traditional expectations and allow organizations to improve [...]
DMG Consulting, the leading provider of market research and consulting services for contact centers, recently published its 2008 – 2009 Quality Management/Liability Recording Product and Market Report.
The report is aimed at helping “contact center and IT managers find the right product, at the right cost for their contact center, regardless of size”. From a CallCopy [...]
CallCopy is proud to be a sponsor for the ShoreTel Champion’s Summit in Las Vegas, July 22-24. The event brings together ShoreTel’s leading channel partners for informative workshops and training sessions. CallCopy and other technology partners will be showcased in the Exhibit Hall.
For our current and prospective ShoreTel distributors, we are excited to meet with you and demonstrate our [...]
We were recently asked about which is preferred, trunk recording (record T1/E1 line) or station recording (digital or analog phone recording). Here’s our $0.02:
In most cases, station side recording is preferred. One key factor is that with trunk recording you are not able to record PBX calls. For example, if one employee calls another employee, that call does not cross your [...]
Speech analytics is a hot topic in the contact center market. Many of our peers in the industry – clients, prospects, and business partners – come to us looking for information on this exciting new technology. They are interested in call recording, but they want to use speech analytics in their quality monitoring program to quickly [...]
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Whitepaper: Building a Work-at-Home Program  |
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eBook: 10 Secrets to Boosting First Call Resolution |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
